Freshworks announced the general availability of Freshservice Journeys, a new AI-powered capability within its IT and employee service management platform. Designed to simplify complex, cross-functional employee processes, Freshservice Journeys empowers organizations to deliver consistent, personalized experiences at pivotal moments—such as onboarding, offboarding, promotions, and relocations-while enhancing efficiency and collaboration across departments.
Built with a no-code workflow engine, Freshservice Journeys enables teams in IT, HR, Facilities, and beyond to create thoughtful and streamlined service experiences tailored to each employee event. By eliminating silos and automating manual tasks, organizations can now reduce friction, minimize delays, and ensure employees have what they need to succeed from day one.
“Complexity is the enemy of efficiency, and our customers count on Freshworks to remove roadblocks in the employee experience with hyper-personalized, seamless, and uncomplicated service,” said Srini Raghavan, Chief Product Officer at Freshworks. “For years, Freshservice has enabled thousands of organizations to apply modern service management principles across individual departments. With the launch of Freshservice Journeys, Freshworks takes that vision further-eliminating the friction that has long hindered cross-departmental collaboration during complex employee transitions. Organizations can now use AI powered automation to deliver consistently positive employee experiences without sacrificing departmental flexibility.”
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Many businesses still rely on legacy systems and rigid workflows that create barriers between departments. These silos often result in inefficiencies and inconsistent service delivery—particularly during critical employee transitions. For example, a lack of coordination between IT, HR, and Facilities can lead to new hires arriving without access to necessary tools or workspaces, impacting productivity and first impressions.
“Organizations that have implemented cross-functional processes describe them as ‘game changers’ that reduce friction and bottlenecks,” said Snow Tempest, research manager at IDC. “The most successful enterprises are those that can seamlessly orchestrate cross-functional processes—from onboarding to offboarding—without sacrificing the specialized needs of individual departments. AI-powered automation platforms that can break down these silos while addressing the needs of specific roles have the potential to enable a critical evolution in enterprise service management, enabling companies to deliver the consistent, efficient experiences that today’s workforce expects.”
